Complaints Management

Built on Salesforce and Google Cloud

Complaints Management

Smarteeva Complaints Solution provides the next generation of complaints management by fully integrating risk management and customer self service. Utilizing embedded Machine Learning, the solution lets you collect all necessary and complete initial complaint data, followed by the ability to run automated risk assessments to help determine the level of risk associated with the complaint. Furthermore, leveraging machine learning capabilities, the solution guides the users through the right investigation and assessment path to ensure a complete feedback loop and compliance with regulatory authorities such as FDA, EU, PMDA, TGA etc.

Intake

Utilizing smart data collection techniques, Smarteeva allows for intake to happen from either the business side or from the customer portal side. Intake allows to use smart branching, image maps and more

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Decision Trees

We believe that decision trees are extremely important in a Complaint Management system and Smarteeva has invested a lot of effort in making the most advanced decision trees in the industry

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Investigations

Complaint Investigations are crucial to both long term product quality and R&D. Smarteeva Investigations are able to guide the user through the process, utilize codes and run algorithms to predict root cause

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Customer Portal

Customer Self Service is a must in most consumer technologies and it is becoming a must in most B2B settings. Smarteeva Portals allow for instant communication in a controlled and validated manner

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Risk Management

Medical Device Companies invest in knowing what possible failure modes, risks and hazards are associated with their products. Smarteeva combines that with the failure data stream that comes from complaints

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Machine Learning

Machine Learning is not just a buzzword for Smarteeva. We actively utilize it to model and predict outcomes such as root causes, failure rates, complaint source, risks and other outcomes related to the complaint process

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Streamlined Approvals

Approve on your computer or on the go. Fast approvals allow for business decisions to be made faster thus giving more time to Investigation and other related business processes to complete within the timeframe required by regulatory agencies and internal procedures

Integrated Portal

Do you have follow up questions for the customer? You can easily send a question and get an answer on the portal. If your customers want to know the status of a complaint or need to upload a picture or other document, they can do that directly into the portal or vial email to your complaint.

Business Configurable Decision Trees

Ensure that investigation processes are followed step by step and even measured step by step. Also, if you need to send a customer a follow up questionnaire, you can do that directly from the complaint and the responses are entered back into the complaint.

Threshold Management

Threshold setting allows for the system proactively looking at risks and alerting at potential serious problems. Smarteeva allows for the maintaining custom thresholds or using the existing ones listed in an FMEA.

Machine Learning Predictions

Machine Learning can be trained to predict various items in the complaint process with a degree of certainty that is based on the amount of data involved. For example, the Complaint system could predict the Root Cause of the Investigation based on Failure Mode or other criteria.

Smart Business Rule Configurations

Smarteeva allows for quick configuration of business rules such as required fields by status, locked fields by status, locked children by status, PDF Form generation, Smart Audit Trail and Meaningful Data Changes. Smarteeva has invested a lot of effort in making the process of going live as fast and as easy as possible.